EnerBank USA

To Whom It May Concern: Upon receipt of the complaint, we fully investigated Ms. D***’ (“Borrower”) loan account to better understand her concerns. Our records indicate that the Borrower contacted EnerBank USA (the “Bank”) prior to her Same-as-Cash expiration... date stating that their mail had been delivered to the wrong address and, therefore, their Same- As- Cash payoff was not received by the Bank. At that point, the Bank representative advised her of additional payment options in order to ensure that her payoff was received within the Same-As-Cash expiration period. On June 11, 2015, the Borrower contacted us again requesting an extension on the Same-as-Cash expiration date. As part of the Bank’s normal procedures for this type of request, the representative transferred the customer to a manager. The manager was not available so the customer left the manager a voicemail in order to facilitate a return call. The manager reviewed the account and authorized an extension of the Same-As-Cash period on June 12, 2015; however, our records indicate that they failed to contact the customer. We apologize for this inconvenience. On July 6, 2015, the Borrower contacted the Bank again to confirm that the payment was received. In that conversation, she requested to speak with a manager, but there was not one available. The Borrower asked to speak with the complaint department, but was not given instructions on how to contact them. Upon being notified of the complaint, the appropriate managers of those employees who were involved were notified of these issues and additional training will be provided to ensure that our borrowers are receiving superior customer service. The Bank’s goal is 100% customer satisfaction. I have reached out to the Borrower and spoke with her authorized contact, Alex, to discuss their concerns. We believe we have come to an amicable resolution that both parties agree to. We appreciate the opportunity to address the Borrower’s concerns and if they have any questions, they may contact our Customer Relations Department at [redacted] . Sincerely, Blake M [redacted] Customer Relations Coordinator EnerBank USA Normal 0 false false false EN-US X-NONE X-NONE / [redacted] Style Definitions */

To Whom It May Concern: On March 12, we received the Borrower’s complaint in connection to her loan account with EnerBank USA (the “Bank”)In her complaint, the Borrower states that she erroneously made two payments on her account on the same day and was not able to get the second payment returned to her Our records indicate that the Borrower contacted the Bank on March 9, to inform the Bank she processed two payments in error and requested a stop paymentUnfortunately, at that time the payment had already been processed and the Borrower was instructed to contact her local bank and request a stop payment Our records further indicate that on March 14, 2018, the Bank contacted the Borrower in an attempt to further assist her regarding the matterAt this time the Borrower informed the Bank that she had already been refunded the second payment by her bankTherefore, it is the Bank’s belief that the Borrower no longer wishes to pursue this complaint We trust that the foregoing information is responsive to the complaint, and we appreciate the opportunity to address the Borrower’s concerns Thank You, Tom H [redacted] AVP & Manager, Customer Relations EnerBank USA

To Whom It
May Concern:
On February
1, 2016, we received Ms***’ (the “Borrower”) complaint in connection with
her account with
EnerBank USA (the “Bank”)In her complaint, the Borrower is
upset that there are several “fees and charges” listed on her monthly statement
in connection with her loan account
Our records
indicate that the Borrower’s monthly payments are due on the 4th day
of each monthThe Bank offers a day grace period on each payment, meaning
that as long as the minimum monthly payment is satisfied within days of the
due date, no late charge will be assessedOur records further indicate that
the Borrower made payments outside of the grace period in July and December
2013, for which a late charge was assessed to her account
On January 11,
2016, the Bank received an email from the Borrower with questions about the
“fees and charges” outlined on her monthly loan statementA Bank
representative replied to the Borrower and requested that she contact our
Customer Services Department at her convenience to review her account and
explain the chargesThe Borrower has not contacted our Customer Service
Department to discuss her account; however, one late charge was waived at that
time, as a courtesy
Upon further
review of her account, the Bank has agreed to waive the remaining charges on
her accountThe Borrower should see this reflected in her next monthly loan
statement
We trust that
the foregoing information is responsive to the complaint, and we appreciate the
opportunity to address the Borrower’s concerns
Thank You,Andy G***
Customer
Relations Manager
EnerBank USA

To Whom It
May Concern:
On March 17,
2016, we received Ms***’s (the “Borrower”) complaint in connection with her
account with
EnerBank USA (the “Bank”)In her complaint, the Borrower states
that she has attempted to contact the Bank several times to request
documentation concerning her loan, but those attempts have been unansweredThe
Borrower also states that she would like monthly statements regarding her loan
Please know
that there is no requirement for the Bank to send a monthly loan statement
Many lenders of close-end installment loans, such as the Bank, use coupon books
as we doAt this time, the Bank is in the process of transitioning to monthly
statementsIn an effort to address the Borrower’s concerns, we have included
her account with the most recent phaseShe should expect to receive a monthly
account statement beginning in April
Our records
indicate that the Borrower contacted our Customer Service department on
November 16, 2015, and requested the current balance of her loanDuring that
phone call, she asked if the Bank sends out monthly statementsOur
representative explained that the Bank was in the process of providing monthly
statements, and hoped to introduce them after the first of the year
A further
review of our records indicates that no other phone calls were made to the Bank
by the Borrower, nor did the Bank receive any written request to provide loan
documentation
We have sent
copies of the Borrower’s loan documentation, as well as a payment history for
her review and recordsIf she has any questions regarding her loan, or would
like a current balance, she may contact our Customer Service department at
###-###-####Representatives are available Monday through Friday from 7:
a.mto 5:p.mMountain Time
We trust that
the foregoing information is responsive to the complaint, and we appreciate the
opportunity to address the Borrower’s concerns
Thank You,
Andy G***
Customer
Relations Manager
EnerBank USA

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and with some caveats, find that this resolution is most likely satisfactory to me
The response as written leaves out a bit of information that makes the business look better than they did Two things concern me: (1) I have nothing anywhere in writing that I can find about the "more than three months." (2) I had, in an interval before the phone call described in the note from the business, spoken with another person who HAD ASSURED ME that it was all okay He agreed to notate my account, as I told him I was at that time preparing to send my third set of three payments I have to say, I don't think he understood their rules, either He was very kind and notated my account as requested.So the supervisor with whom I spoke the night I initiated the complaint initially REJECTED my request that they resolve the situation by applying the payments I had made in good faith, with payment coupons enclosed, and withOUT any understanding of their "don't pay a day over three months in advance" rule Only when she discovered that note made by the previous employee a couple of weeks before that did she change their stance.So I still feel emotionally cheated, because they clearly made tried to tell me that it was "all my fault" for making what I consider to be timely payments in good faith in advance It was very peculiar; did they or didn't they want my payments??THAT BEING SAID, THEY HAVE SUBSEQUENTLY RESOLVED THE COMPLAINT AS THEY INDICATED, BY REFUNDING THE LATE FEE AND APPLYING MY PAYMENTS CORRECTLY OUT TO THE NEXT DUE DATE OF OCTOBER 17TH The customer service representative who called me back to tell me that was actually quite kind and respectful.HOWEVER, I am STILL RECEIVING THREATENING PAST DUE ACCOUNT LETTERS FROM THEM I would like to see that stop before I absolutely agree that this case is closed I think this is likely a computer lag, but am not yet certain I will double-check next week, and I will definitely call if I get any more (I have had two since their proclamation of "resolution."I am willing to call this a "Not yet accepted" if it would be better to wait until I can write full satisfaction with their response I would like, in good faith, to be able to do that for them I honestly wasn't sure whether to check "accept" or "decline"
Sincerely,
*** ***

To Whom It May Concern: On May 7, 2016, we received Mr***’s (the “Third Party”) complaint in connection with his spouse’s (the “Borrower”) account with EnerBank USA (the “Bank”)In his complaint, the Third Party states that a monthly loan payment was sent to the Bank, but was never applied to
the Borrower’s loan accountOur records indicate that on August 18, 2015, the Third Party contacted the Bank regarding payments he stated were not posted to the Borrower’s accountOur representative explained that we would need a front and back copy of the cleared checks as proof of payment in order to apply the monies to the accountNo proof of payment was received by the Bank at that timeOn December 7, 2015, the Third Party again contacted the Bank regarding missing payments on the accountOur representative explained that we would need a front and back copy of any missing checks in order to apply the funds to the accountAgain, no proof of payment was received by the Bank at that timeOn April 20, 2016, the Bank received a letter from the Borrower’s local Bank stating that a check for $was sent on February 17, 2015, with an expected arrival date of February 24, The Bank’s Accounting department attempted to locate the missing check, but was unsuccessfulWe have attempted to contact the Borrower and Third Party via telephone several times to discuss the status of our review, but have been unsuccessfulUnfortunately, the letter from the Borrower’s local bank did not indicate that the check was cashed by the Bank, only that a payment was sent; therefore, in order for the Bank to credit the Borrower’s account with the payment, we would need a front and back copy of the cleared checkUpon receipt of that information, the Bank will make any necessary adjustments to the Borrower’s loan accountWe trust that the foregoing information is responsive to the complaint, and we appreciate the opportunity to address the Borrower’s concernsThank You, Andy G*** Customer Relations Manager EnerBank USA

To Whom It May Concern: On May 2, 2016, we received Ms***’s (the “Borrower”) complaint in connection with her account with EnerBank USA (the “Bank”)In her complaint, the Borrower states that three of her monthly loan payments were cashed, but never applied to her loan accountShe is also
upset that the Bank has not provided monthly loan statements to herPlease note, there is no requirement for the Bank to send a monthly loan statementHowever, the Bank has recently transitioned to providing monthly loan statements, and the Borrower should expect to receive a statement beginning this monthIn order for the Bank to credit the Borrower’s account with the payments she states were cashed but not applied, we would need a front and back copy of each of the cleared checksUpon receipt of that information, the Bank will make any necessary adjustments to the Borrower’s loan accountAdditionally, a payment history has been sent to the Borrower to review against her recordsWe trust that the foregoing information is responsive to the complaint, and we appreciate the opportunity to address the Borrower’s concernsThank You, Andy G*** Customer Relations Manager EnerBank USA

June 10,
Kristine ***, Dispute
Counselor
Revdex.com of Utah
SRedwood Rd #
Salt Lake City, UT
RE: ID # ***
To Whom It May Concern,
Upon receipt of the
complaint, we fully investigated Ms***’s (“Borrower”) loan accounts to better
understand her concerns.
In the Borrower’s complaint,
she states that an EnerBank USA (“Bank”) representative advised that she would have
online access to view her accounts. Please
be advised that although the Bank does not currently offer this feature, it plans
to implement the option in the near future.
The Borrower also stated that
the Bank required her to submit a request in writing in order to obtain
confirmation that her loan was paid in full Please note, the Bank does not require written
requests in order to obtain paid in full lettersThis was communicated to the
Borrower’s authorized contact, Perry ***, on March 13, 2015. At that time, he inquired when a paid in full
letter would be sent in regards to the loan the Borrower paid off on March 6,
The Bank representative advised
that the letters are mailed approximately days after the loans are paid in
full. A review of the Bank records
indicates that the paid in full letter was sent to the Borrower
In terms of receiving monthly
payment statements, please note that the Bank is an FDIC insured institution
that specializes in unsecured, closed-ended installment loans. As such, there is no requirement for the Bank
to send monthly loan statementsThe Bank is in the process of transitioning to
monthly statements for its borrowers’ convenience and hopes to introduce them
in the next few months. As a courtesy, the
Bank will send a payment history to the Borrower for her records She also has the option of contacting our Customer Service Department at *** at
any time to obtain her loan balance, or to request that a payment history be
mailed to her
The Borrower also requested
the Bank to repay the 18% fee that she claimed she was “over charged” on her
solar purchasePlease note that the Bank does not charge financing fees to its
borrowers in order to obtain a loanWe would encourage the Borrower to work
with her contractor in regards to the pricing of the solar installation
If the Borrower has any
additional concerns, they may contact our Customer Relations Department at
*** between the hours of 8:a.mand 5:p.mMountain Time
Sincerely,
Blake ***
Customer Relations
Coordinator
EnerBank USA

To Whom It May Concern: On July 18, 2016, we received Mr***’s (the “Borrower”) complaint in connection with his account with EnerBank USA (the “Bank”)In his complaint, the Borrower states that the Bank has no online access to interact with his account, and he has several late charges
associated with his accountPlease know that there is no requirement for the Bank to provide online access to view and interact with loan accountsAt this time, the Bank is in the process of developing an online option, and we hope to introduce it in the near futureThe Bank does send monthly statements which indicate how the previous payment was applied to the account, and lists any outstanding late charges incurred by the BorrowerOur records indicate that the Borrower contacted the Bank on March 13, 2015, and applied for and was approved for a day same as cash loan in the amount of $1,The terms of the loan were explained verbally to the Borrower during the application call, as well as provided to him in writing prior to the loan being fundedThe terms of the loan indicate that if the full principal balance of the loan is repaid on or before the same as cash date, all of the accrued interest would be waivedOur records further indicate that the Borrower did not repay the principal balance of his loan before his same as cash date of March 29, 2016; therefore, the accrued interest was not waivedThe Borrower did not make a payment until April 22, 2016, almost a month after his first due dateAs indicated in the Note & Disclosure Statement (the “Note”) provided to the Borrower, any payment received after days of the due date will be assessed a late chargeBecause the Borrower missed his first payment in March 2016, his subsequent payments were paid one month behindEach of those payments were assessed a late charge in accordance with the terms of the NoteIn June 2016, the Borrower made two payments, which brought his payment schedule currentAfter his most recent payment, his next due date is scheduled for August 29, As requested by the Borrower in his complaint, the Bank has placed a Cease and Desist on his account, and will not attempt to contact him regarding his accountWe trust that the foregoing information is responsive to the complaint, and we appreciate the opportunity to address the Borrower’s concernsThank You, Andy G*** Customer Relations Manager EnerBank USA

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** *** ***

To Whom It May Concern: On June 21, 2016, we received Mr***’ (the “Borrower”) complaint in connection with his account with EnerBank USA (the “Bank”)In his complaint, the Borrower states that he is concerned that his automatic draft payment has not been set up correctly, and because of
that, he has incurred several late and returned payment chargesOur records indicate that the Borrower submitted an Automatic Debit Authorization form to the Bank on October 15, In January 2016, the automatic debit payment was returned due to insufficient funds in the accountOn February 15, 2016, a Collections representative spoke with the Borrower, who authorized a payment over the phoneUnfortunately, the Bank’s representative transposed two digits when setting up the payment, and the payment was not processedOn March 8, 2016, the Collections representative contacted the Borrower to explain the situationThe representative waived the returned payment charge due to the Bank’s error, and set up another payment for March, which was processed successfullyOur records further indicate that the Bank was notified that in order for the automatic debit payment to continue, we would have to update our records to include a prefix before the Borrower’s checking account numberUnfortunately, the Customer Service representative that made the adjustment included an additional zero in the prefix, making the subsequent payments return due to an unknown account numberThis error was corrected on June 13, Due to the errors made by two Bank representatives, the Bank has waived the late and returned payment charges incurred by the customerWe sincerely apologize for any inconvenience or frustration this situation may have causedWe trust that the foregoing information is responsive to the complaint, and we appreciate the opportunity to address the Borrower’s concernsThank You, Andy G*** Customer Relations Manager EnerBank USA

To Whom It May Concern: On June 14, we received the Borrower’s complaint in connection to her loan with EnerBank USA (the “Bank”)In her complaint, the Borrower claims that she was not informed concerning the terms of her loan, specifically, the Same as Cash incentive Our
records indicate that the Borrower contacted the Bank on March 30, 2016, and applied for a Day Same as Cash Flex loan in the amount of $10,On April 1, the loan was approved and the terms of the loan were explained verbally to the Borrower during the application call A Note and Disclosure Statement (the “Note”) was delivered to the Borrower prior to her signing the Payment Authorization FormsThe Bank has investigated the Borrower’s claims and verified that the Same as Cash terms were prominent in the Bank’s loan processThe terms of the Borrower’s loan were explained to the Borrower verbally at the time of approval and were also contained within her NoteThe Note states that interest will begin accruing on the first day of the loan, and that if the full principal balance of the loan was repaid on or before the Same as Cash date, all of the accrued interest would be waivedOn two separate occasions prior to April 19, the Borrower contacted the Bank and was informed of her Same as Cash expiration date and that interest was accruing The Borrower received multiple notifications, both written and verbal, concerning the terms of her loan. We trust that the foregoing information is responsive to the complaint, and we appreciate the opportunity to address the Borrower’s concerns Thank You, Tom H*** AVP & Manager, Customer Relations EnerBank USA

To Whom It May Concern: On May 25, 2016, we received Mr***’s (the “Borrower”) complaint in connection to his loan account with EnerBank USA (the “Bank”)In his complaint, the Borrower states that he was told he would have a month same-as-cash loan, rather than a month same-as-cash loan
Our records indicate that the Borrower contacted the Bank on April 3, to apply for a loanUpon review of the application phone call, we have determined that the promotional code provided by the home improvement contractor was for a month same-as-cash loanThis loan term was confirmed with the Borrower prior to completing the loan application, and upon approval, was explained in detail to the Borrower verbally at the end of the callThe terms of the loan were also provided to the Borrower in writing prior to the loan proceeds being disbursed, and the loan becoming activeOur records further indicate that a Quality Assurance call was performed on April 28, 2015, after the loan had been fundedThe Borrower asked our representative to confirm that he had a month same-as-cash loan, and asked to review those loan termsThe terms were again explained verbally to the BorrowerThe Borrower contacted the Bank on May 25, 2016, stating that he was originally told he had a month same-as-cash loanWhen our representative explained his loan was for a month same-as-cash, and that is what was outlined on the Note & Disclosure Statement originally provided to him, the Borrower requested to speak to a supervisorThe call was immediately transferred to a supervisorThe supervisor explained that the Bank does not offer a month same-as-cash loan, and that he was informed verbally, and in writing, of the terms of his loanA copy of the Note & Disclosure Statement has been sent to the Borrower for his recordsThe Borrower’s same-as-cash date remains April 22, If the full principal balance of his loan is repaid on or before that date, all accrued interest will be waivedWe trust that the foregoing information is responsive to the complaint, and we appreciate the opportunity to address the Borrower’s concernsThank You, Andy G*** Customer Relations Manager EnerBank USA

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***I paid the late fee, plus the payment that you lost because check said ripped off in the comment lineI had to have a stop payment on the check for $I demand that the check state what is forThey may not like it, but it's a factI also would like to let future customers know if you make a payment by phone, they charge you more than you thinkA company that's a bottom feederLooks for the low income family to feed on If you agree let me know.....*** ***

Complaint: ***
I am rejecting this response because:There were several other attempts to resolve this that were not mentioned and to this date EnerBank's still has not sent ledgers as promised by customer service persons since this began in December and latest Gloria on June 29, However they started blowing up our phone with messages from Supervisors Jordan and conveniently when called right back not available and calls from Supervisor Alex also promised ledger on July 17, and still to this date nothing provider! This bank lies and the only reason they contacted us was because they have to respond to You Revdex.com! Nothing has been resolved except we paid them off
We are not the only customers lied to and conveniently not sent statements and mis keying routing numbers and amounts Hope these attachments are delivered and viewedIf not please send alternative email address to receive attachments.The only reason we have not called them back is because we have not received anything but the calls not the manual ledger that Alex referenced to on July 17,when we were away but took the call and been home since that nightIt doesn't take a week and days to send a ledger from UtahThis bank continues to lie to customers.
Sincerely,
*** ***

To Whom It May Concern: On January 4, 2018, we received the Borrower’s complaint in connection to his loan account with EnerBank USA (the “Bank”)In his complaint, the Borrower states that the loan was listed as a year loan and that he was advised by the Bank he could pay what he wanted on his
account and the excess would be applied to principalOur records indicate that the Borrower contacted the Bank on December 13, to apply for a 6.99% year loanThe Bank does not offer a year loanThe terms of the loan were reviewed with the Borrower at the time of the loan approval and were also provided in the Note and Disclosure Statement (the “Note”) that was sent to the BorrowerOur records further indicate that the Borrower contacted the Bank on February 24, and November 11, to inquire about his paymentsA review of these phone calls indicate the Bank provided accurate information to the Borrower regarding the manner in which payments have been and would be applied to the Borrower’s accountIn response to this complaint, the Bank contacted the Borrower on January 10, to again review the loan terms and refer him back to the Note for further explanation of how payments are applied to his accountWe trust that the foregoing information is responsive to the complaint, and we appreciate the opportunity to address the Borrower’s concernsThank You, Tom H*** AVP & Manager, Customer Relations EnerBank USA

To Whom It May Concern: We were able to speak with the Borrower today and discuss her concernsThe Bank was able to explain its position and its role in helping the Borrower get the resolution desired from her contractorThe Borrower and the Bank will be in further communication until a resolution is found. We trust that the foregoing information is responsive to the complaint, and we appreciate the opportunity to address the Borrower’s concerns. Thank You, Tom H***AVP & Manager, Customer RelationsEnerBank USA

To Whom It
May Concern:
On January 19,
2016, we received Mr***’ complaint in connection with an account listed
under his
spouse’s name with EnerBank USA (the “Bank”)In his complaint, Mr
*** is upset that a payment was not correctly applied to his spouse’s
account, the Bank could not find the check that was sent in, and the level of
service he received from the Bank’s Customer Service department was
unprofessional
Our records
indicate that Mr*** contacted the Bank on January 19, 2016, to inquire
about the current balance and next payment due date on his spouse’s account
Our representative explained that we had not received payment for the January
9, due date, and that if a payment was not received that day, a late
charge would be assessed to the accountPlease note that the Bank offers a
day grace period with each monthly payment before a late charge is assessed to
an accountMr*** authorized a payment over the phone to avoid the late
charge, and then explained that the Bank had cashed the original check on
January 11, (within the grace period), and that it should have been
applied to his account
Mr***
called back that same day and spoke to another representative about the missing
checkHe was advised that in order for the Bank to apply the payment to his
account, we would need a front and back copy of the cleared check to (1)
confirm that the Bank cashed the check, and (2) to verify to which account the
check was postedMr*** refused to provide a copy of the check and requested
to speak to a supervisorThree different supervisors explained to Mr***
that the Bank is unable to determine whether a payment was applied to the wrong
account unless he provides proof of payment in the form of the cleared check
After
speaking with the Customer Service department manager, Mr*** agreed to
email a copy of the cleared checkThe manager confirmed receipt of the cleared
check, and notified Mr*** that the payment would be applied to his
spouse’s account effective for the date the check was cashedMr*** was
advised that we would have to research the issue further to determine why the
funds were not applied to the account when the check was first received
I personally
spoke with Mr*** on January 22, 2016, and informed him that the reason
the check was not applied correctly was because the loan account number on the
check was listed incorrectlyI further explained that once he provided the
cleared check, we were able to determine the payment was posted to the
incorrect account, and we immediately corrected the issueI confirmed the
correct loan account number with him, and notified him that the Bank will be
reviewing this situation further internally to provide additional training to
our representatives, so that we may provide a better customer service
experience
We trust that
the foregoing information is responsive to the complaint, and we appreciate the
opportunity to address the Borrower’s concerns
Thank You,
Andy G***Customer
Relations Manager
EnerBank USA

To Whom It May Concern: On August 17, we received the Borrower’s complaint in connection to his account with EnerBank USA (the “Bank”)In his complaint, the Borrower states that the Bank made multiple inquiries on his credit report when it was only authorized to obtain a single
inquiry Our records indicate that the Borrower contacted the Bank on August 15, to apply for a loanDuring the application process, the Borrower gave the Bank permission to obtain a copy of his credit reportOn August 17, the Borrower informed the Bank that his credit report showed two inquiries from the BankInitial internal investigations showed the Bank had only made one inquiryHowever, after confirming with the credit reporting agency that there were two inquiries reporting, a Bank Manager sent a request to the credit agency to have the second inquiry removedBank records further indicate that the Borrower contacted the Bank on August 22, and stated the credit agency informed the Borrower that they had not yet received the request from the BankThe Bank Manager then sent an additional request to the credit agency to have the second inquiry removed. It is our understanding that the additional inquiry has been removed from the Borrower’s credit report. We would encourage the Borrower to contact the appropriate credit reporting agency to ensure the agency has updated the report as requested We trust that the foregoing information is responsive to the complaint, and we appreciate the opportunity to address the Borrower’s concerns Thank You, Tom H*** AVP & Manager, Customer Relations EnerBank USA

To Whom It May Concern: On February 22, we received the Borrower’s complaint in connection to her loan account with EnerBank USA (the “Bank”)In her complaint, the Borrower states that she was charged late fees and was not able to find resolution when speaking with the Bank Our
records indicate that the Borrower contacted the Bank on February 22, to discuss her payments and late chargesAfter speaking with a Bank supervisor, a resolution was reached and a statement sent outOur records further indicate that the Borrower contacted the Bank again on February 26, after receiving the statementThe Bank was able to provide additional support to the resolution and confirm for the Borrower that no additional fees or charges were reporting on the Borrower’s account and that the next payment due was April 20, We trust that the foregoing information is responsive to the complaint, and we appreciate the opportunity to address the Borrower’s concerns Thank You, Tom H*** AVP & Manager, Customer Relations EnerBank USA